Quality Management: Theory and Application

[Pages:154]Quality Management

Theory and Application

PETER D. MAUCH

? 2010 by Taylor and Francis Group, LLC

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Library of Congress Cataloging-in-Publication Data

Mauch, Peter D., 1954Quality management : theory and application / Peter D. Mauch. p. cm. Includes bibliographical references and index. ISBN 978-1-4398-1380-5 (hardcover : alk. paper) 1. Total quality management. 2. Quality control. I. Title.

HD62.15.M377 2009 658.4'013--dc22

2009042044

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? 2010 by Taylor and Francis Group, LLC

Dedication

This book is dedicated to those quality professionals, past, present, and future, who seek to advance the quality sciences through traditional education and scientific research. This book is also dedicated to my close friends and family members, who gave and did not take, built and did not destroy. Especially to my wife Julie, who believed in me.

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Epigraph

The Thinker

Back of the beating hammer By which the steel is wrought, Back of the workshop's clamor The seeker may find the Thought-- The Thought that is ever master Of iron and steam and steel, That rises above disaster And tramples it under heel! The drudge may fret and tinker Or labor with lusty blows, But back of him stands the Thinker, The clear-eyed man who knows; For into each plow or saber, Each piece and part and whole, Must go the Brains of Labor, Which gives the work a soul! Back of the motors humming, Back of the belts that sing, Back of the hammers drumming, Back of the cranes that swing, There is the eye which scans them Watching through stress and strain, There is the Mind which plans them-- Back of the brawn, the Brain! Might of the roaring boiler, Force of the engine's thrust, Strength of the sweating toiler-- Greatly in these we trust. But back of them stands the Schemer, The thinker who drives things through; Back of the Job--the Dreamer Who's making the dreams come true!

? 2010 by Taylor and Francis Group, LLC

Berton Braley vii

Contents

List of Figures......................................................................................xvii List of Tables.........................................................................................xix Preface................................................................................................... x x i

Chapter 1 Organizing for Quality....................................................... 1

Objectives......................................................................................1 Terminology. ................................................................................1 Introduction..................................................................................2 Categorizing Duties.....................................................................2

Leadership................................................................................3 Product or Service Producing...............................................3 Support. ....................................................................................4 Incongruence...........................................................................4 Breaking Categories into Classifications..................................5 Leadership Classifications......................................................5 Product- or Service-Producing Classifications...................5 Support Classifications...........................................................6 Basic Functional Structure.........................................................6 Quality Function Considerations.........................................7 Authority, Accountability, and Responsibility........................8 Authority Principles....................................................................9 Revise and Adjust.........................................................................9 Communication.........................................................................10 Summary.....................................................................................10 Review Questions.......................................................................10

Chapter 2 Planning for Quality......................................................... 13

Objectives....................................................................................13 Terminology. ..............................................................................13 Introduction................................................................................14 Business Quality Planning.......................................................15

Elements of an Effective Quality System...........................15

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x ? Contents

Marketing...............................................................................15 Setting Objectives..................................................................15 Long- and Short-Range Objectives.....................................17 Setting Business Metrics...........................................................19 Process Quality Planning.........................................................19 General Information............................................................ 20 Details.................................................................................... 20 Failure Modes........................................................................21 Control....................................................................................22 Project Planning.........................................................................24 General Information.............................................................24 Status Reporting....................................................................26 Detail.......................................................................................26 Product Quality Planning.........................................................26 General Information.............................................................26 Detail.......................................................................................27 Product Verification and Validation Planning..................... 28 Responsibility and Interfaces............................................. 28 Information Accessibility.................................................... 28 Files and Records...................................................................29 Validation Facilities..............................................................29 Validation Personnel............................................................ 30 Validation Procedures......................................................... 30 Scheduling and Revising Validation Plans....................... 30 Policies, Procedures, and Objectives...................................... 30 Policies....................................................................................31 Procedures and Rules...........................................................32 Forms and Records....................................................................32 Blueprints (Product Specifications).........................................33 Process Flowcharting................................................................33 Standardization of Symbols.................................................35 Normal Logic Flow...............................................................35 Process Flow...........................................................................35 Communication.........................................................................36 Summary.....................................................................................36 Review Questions.......................................................................37

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Contents ? xi

Chapter 3 Controlling for Quality.................................................... 39

Objectives....................................................................................39 Terminology. ..............................................................................39 Introduction............................................................................... 40

Long-Range Objectives........................................................ 40 Short-Range Objectives....................................................... 40 A Cascade Approach.............................................................41 Concerns of Control.............................................................41 Written Reports.................................................................... 42 Preparing Reports................................................................ 42 Correcting for Deviations................................................... 42 Importance of Value............................................................ 42 Basic Concepts........................................................................... 43 Organizational Responsibility................................................ 43 The Role of Quality Management............................................45 Introduction to Quality-Reporting Basics.............................45 The Business Quality Report................................................... 46 Underlying Concepts................................................................ 48 Activity Reporting.....................................................................49 Journalizing Procedure.............................................................51 Posting........................................................................................ 54 Product Performance Reporting.............................................55 Analysis...................................................................................... 56 Ranked Order Analysis....................................................... 56 Fishbone Diagram.................................................................57 Controlling Nonconformance Identification.........................58 Identification during Work..................................................58 Completion of Work.............................................................58 Inspection...............................................................................58 Identification of Nonconforming Product........................58 Segregation..................................................................................58 Short-Run Production..........................................................58 Long-Run Production...........................................................59 Risk..........................................................................................59 Disposition..................................................................................59 Responsibilities for Disposition..........................................59

? 2010 by Taylor and Francis Group, LLC

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